Description
Venesky-Brown's client, a public sector organisation in Edinburgh, is currently looking to recruit an IT Service Desk Analyst for an initial 3 month contract with the potential to extend on a rate of £100-£130/day (inside of IR35). Due to the current circumstances this role will be remote based for the foreseeable future.Responsibilities:
- Respond to Priority 1 and Priority 2 telephone calls from customers within 5 rings of being assigned through the Mitel Contact Centre client.
- Ensure customer telephone call duration does not exceed 5 minutes where possible.
- Advise customers of current service issues.
- Actively promote the use if iFix for logging faults and requests during telephone calls and ensure that the customer is guided through using iFix the portal.
- Provide 1st line diagnosis and quick fix' resolutions where appropriate within the 5 minute call time frame. Beyond that, a ticket should be logged/assigned to the appropriate 1st or 2nd line team to progress.
- BitLocker encryption recovery.
- Active Directory account administration
- Data Access requests
- Mitel Telephony requests
- Supporting BlackBerry, Android and iOS on BES UEM
- Equitrac Secure Printing PIN support
- 1st line support and resolution for issues including
- MS Teams, Account profiles, Outlook OST and Remote Working.
Essential Skills:
- Excellent customer care, communication skills and telephone manner. (Successful candidates are expected to display a sound command of written and spoken English)
- Excellent organisational skills
- Experience of working with an IT Service Desk or similar ITIL support role
- Experience of incident management and working with relevant ITSM tools.
- Experience of troubleshooting Microsoft based operating systems with emphasis on Windows 10 and Microsoft Office products.
- Experience of supporting Android and iOS devices (BlackBerry UEM)
- Experience of supporting Bitlocker encryption
- Experience of Active Directory Users accounts and Groups
Desirable Skills:
- Experience of supporting Mitel Telephony
- ITIL Foundation qualified
- Service Desk Institute SDA qualified.
If you would like to hear more about this opportunity please get in touch.